Shweta Sharma

• Resolved client escalations on shipment delivery within TAT, reducing RTO% by 10% through daily monitoring and proactive communication. Ensured 100% shipment closure within 24 hours by managing NDR workflows and preparing accurate MIS reports. Conducted monthly review meetings with clients to present performance insights, track SLAs, and drive continuous improvement (Jul '16 to Jul '17).

Senior Associate

Operational Lead – B2B & Surge Programs (Jul’17 – Jul’20)

• Controlled surge operations at hubs and distribution centers by coordinating manpower and vehicle allocation, ensuring seamless B2B operations during peak periods.
• Created and staffed critical PAN‑India centers, setting up adhoc and D@S teams to support company-wide surge demands.
• Improved key performance metrics (FDDS, SLA, RTO) by 10–20% for major clients (Clubfactory, LimeRoad) through process standardization and targeted oversight.
• Developed training manuals (FDDS calculation, surge protocols, SLA management) and delivered training to ops teams, raising compliance and efficiency.
• Enhanced 3PL performance PAN‑India by 5% versus previous year by implementing vendor scorecards and performance reviews.

Control Tower & Quality Monitoring (Aug’20 – Apr'24)

• Reduced damaged shipment rate by 5% and short MPS count by 3% PAN-India via proactive quality checks and analytics-driven alerts.
• Boosted SLA by 20% for top B2B clients (Bosch, Honda, Hilti India, Hitachi Spares) by standardizing control tower processes and weekly performance reviews.

Control Tower Specialist – End-to-End Logistics Monitoring (Jul '17 – Feb '21)

• Monitored full FM, MM, LH, and LM workflows, ensuring strict adherence to KPIs and quick issue resolution.
• 100% adherence of PUR (generation of PUR, and actual total PU).
• Cleared GI pendency (>48 hrs) and bagging pendencies, maintaining zero backlog.
• Resolved over 24 hours of B2B, B2C, and heavy shipment connection's delays, coordinating with stakeholders to ensure timely dispatch.
• Managed vehicle issues end-to-end, coordinating maintenance/timely placement/replacements to meet TAT.
• Tracked trips across origin to delivery, maintaining visibility, and flagging exceptions proactively.
• Cleared AVTD from LM daily to maintain system accuracy.
• Developed deep metric insight (PUR, GI, Bagging, Yard, FLMS, OBSL, MPS, Mix Bag, AVTD, FDDs, SLA), enabling data-driven operations improvements.
• Real-time incident monitoring and analysis via Hawk Eye, triggering alerts, analyzing root causes, and reporting incidents to stakeholders, with post-incident reviews and expected-load forecasting.

Manager

Control Tower - FC Operation (June 2024 to present)

• Fulfillment Center - Track and report IB pendency for more than 24 hours of FC orders.
• Prioritizing SLA: Sensitive clients (HVM)
• Identify performance gaps, and drive corrective actions.
• Propose automation and SOP improvements to boost productivity.
• Coordinate with cross-functional teams for seamless supply chain execution.
• Manage daily escalations and exceptions to ensure timely resolution.
• Monitored FC metrics across all levels (VRF, ALC, TBP, PIK, PAK, RTA, SHP), identifying trends, flagging exceptions, and triggering corrective actions in real time.

• Executed end-to-end billing and payment processing, created and submitted invoices per AR schedules, and tracked over 100 account payments.
• Detected and resolved billing variances, ensuring database accuracy, and generating detailed financial reports for stakeholders.
• Proactively contacted clients with past-due accounts, crafting payment plans, and reducing receivables aging.
• Managed account collection efforts, following up to ensure timely payments per terms.
• Streamlined operations by organizing mail, preparing shipments, and scanning documents into company systems.